Freshdesk helps growing businesses grow faster. Your goals, your helpdesk.

Respond to customers faster

Auto-fill details you need: With dynamic placeholder feature, auto-fill details like customer name, ticket status, or even ticket URL

Deliver quick replies without error: With shared canned response feature, send pre-written replies to similar queries. Set by admin, can be used by the entire team

Personalize pre-written emails: With private canned response feature, team members can create their own pre-written replies to similar queries

Stop duplicate efforts: With agent collision detection feature, skip tickets that a team member is already looking into in real-time

Capture important information automatically: With contact fields feature, create any extra fields you need to capture all your customer's information

Branch issues into multiple tickets on the go: With split tickets feature, if your customer responds with a new or an unrelated query on an existing ticket, you can choose to handle it separately

Resolve issues quicker

Segregate, track tickets easily: With tags feature, categorize similar issues and problems with a tag

Support customers across channels: With omni-channel support feature, get full context of the customer and seamlessly respond or switch conversations

Keep yourself and your customers updated: With email notification feature, keep customers updated, let your team know when a new ticket is assigned or when the deadline to respond is closer

Perform multiple actions in one click: With scenario automation feature, execute a couple of actions like tagging an issue, increasing its priority, sending it to a new team, and more - all in a single click

No more repetitive or mundane tasks: With time triggered rules feature, automate or schedule actions by time. Send reminders after 48 hours, close resolved tickets after 12 hours

Boost your team’s productivity

Don’t miss out anything: With to-dos feature, add to-do items to a ticket

Don’t forget anything: With reminders feature, create a to-do and add a reminder against it

Let customers know you are not available: With business hours feature, customers will know when they can expect a reply. Holidays and weekends? You are sorted

Filter as you search: With filter search feature, add filters such as tickets, contacts, solutions as you search for something

Break the monotony: With gamification feature, turn business goals into levels team members can unlock so your team stays motivated

Grow rapidly on social

Track everything on social: With basic Facebook and Twitter features, track mentions of your brand, participate in conversations about your brand

Connect your brand page to helpdesk: With advanced Facebook and Twitter features, connect brand page to helpdesk, convert interactions to tickets, identify posts based on specified conditions

Leverage self-service

Help yourself and your customers: With knowledge base feature, document how-tos, FAQs, or anything informative for customers or for internal use

Next level self-service: With advanced knowledge base features, auto-suggest solutions, reorder and filter articles based on what the customer is looking for

Easily understand complex data

Identify peak inflow of tickets: With ticket volume trends report feature, get a visual picture of your overall ticket volume

Overview of your helpdesk’s performance: With helpdesk in-depth report feature, get a sense of ticket, time and SLA metrics in one glance